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					                                 Change Management
                                  Example Document




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Change Management Process
This document describes a sample 3-level change management process for ABC Company.

    Level I Change: A minimal change that a business unit can change through their system
    administrator access rights.

    Level II Change: A Level II change requires approval by the company Change Management
    team. This sort of change typically involves data migration, shared areas of the functionality
    or integration.

    Level III Change: A Level III change is considered to be anything that has been escalated
    from the change team, or any new functionality, processes, applications, or integrations that
    require review & approval by the Change Management team to be added to the Roadmap.

ABC Salesforce Change Management Team
    The goal of membership on this team is to bring the BU’s together to manage change for the
    application and keep BU system administration informed of all changes. This team will meet
    via conf call monthly. If appropriate, a BU can schedule an ad hoc meeting of this team.

Business Unit, System Administration, and Project Management Team Membership

Corporate
    John Smith – Salesforce Oversight
    Joe John
    Jane Doe

Business Unit #1
    James Parker – Sales Oversight
    Beth Cameron

Business Unit #2
Etc.

Other Members
 Member #1
 Member #2
 Member #3
 Etc.


Change Management Team
    The purpose of a Change Management Team is to make uniform decisions and gain
    consensus on any changes to any Salesforce system defaults that affect the organization’s
    Salesforce Instance. The Business Units together manage change for the overall application
    and keep Business Unit system administration informed of all changes. The team should
    meet on an as-needed frequency determined by volume of change management cases in the
    Support Queue.




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Executive Project Steering Committee

    The goal of membership is to provide executive vision and steering of the Salesforce project
    and application as focused on the core requirements of the organization. It is to provide
    funding, change management arbitration and scoping for new projects to grow the
    application. This team should meet quarterly after launch.


    Members
     Executive Member #1
     Executive Member #2
     Etc.




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                                       Level I Change
Definition

    A level I change is anything that a BU can change in the application through their system
    administration access level, without requiring review and approval by the Change
    Management Team. Changes of this type focus primarily on delivering the BU the ability to
    coordinate and share mass data presentation through shared reports, views, templates, and
    dashboards.

Time length expected for change

    Level I changes should be made within 3 business days of submission or approval, or
    according to the specific Service Level Agreements that exist within each BU.

Notification Requirements

    Each BU system admin team includes other system administrators of Level I changes
    through the same email (or other process) that alerts their own BU user base that the change
    was deployed.

    BU is responsible for communication strategy to their user base

Documentation Requirements

    BUs should keep documentation of their Level I changes through Case records, which
    capture information such as:
         Case Requestor
         Case Owner
         Created Date
         Close Date
         Description
         Target audience for the change
         Scheduled functional review date
         Approval History

Education Requirements

    It is a best practice for each BU to review the Cases of other BUs within the organization to
    keep current on best practices. One way to do this is through a monthly meeting of all system
    admins, wherein changes are formally reviewed, and where the group shares ideas,
    solutions, and best practices.

Level I change types

    All of these occur at the individual BU level only. No shared BU application components are
    considered part of a level one change.
          Report Writing & Sharing
          Dashboard Writing & Sharing
          List View Writing & Sharing


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            Template Writing & Sharing
            Managing Users
            Mail Merge Documents
            Useful Links
            Page Layouts by Profile
            Products and Price Book

Some fundamentals include:

Change Types                       Action / Steps
Page Layouts                       New Page Layouts should be prefixed with a BU identifier
                                   and assigned only to the BU record types
Marketing & Campaign               Add values to specific BU by the correct record type and
Changes                            profile.

                                   Add BU abbreviation before the name of all campaigns.
                                   This minimizes confusion and improper selection of another
                                   BUs campaign.

Views, Reports and                 New and existing views or reports should always specify the
Dashboards                         targeted BU under Change visibility (Step 6) to
        -New(adds)                 “This view is accessible only by users in the following groups.”
        -Changes/deletions
                                   If a new queue is setup the related view defaults to accessible by all
                                   users. You must change the visibility to:
                                   “This view is accessible only by users in the following groups”

                                   New and existing reports:
                                   When selecting All visible accounts in View select the
                                   appropriate BU. Selecting any of the “my” views will only
                                   allow visibility of data the user has access to.

                                   Save to the appropriate folder – do not save in Unfiled Public
                                   Reports folder.
Templates and Documents            New and existing views or reports should always specify the
                                   targeted BU under Change visibility

                                   Save to the appropriate folder for your BU


    NOTE: Selecting the appropriate record types (verses the default values) will significantly
                                        minimize issues.




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                                           Level II Change
Definition

    A Level II change is anything that requires review & approval by the Change Management
    Team before processing the change. Changes of this type focus primarily on areas of the
    application that impact multiple/all BUs, shared areas of functionality, or involve data
    migration or integration.

Time length expected for change

    These changes involve contacting and presenting a business case for the change to the
    Change Management Team, who will define what standards apply to that business case for
    the change. Once the case is complete the change will be made. Change time length
    depends upon size of change, but action cycle should be expected to be one to three weeks.

Change management notification

            BU prepares business case
            BU Administrator creates a case in the Support queue (managed by the Center Of
             Excellence) for the Change Management request
            Cc other BU admin teams
            Receipt of the Change Management case is acknowledged via a auto response
             email
            Corporate Salesforce management schedules a conference call based on the cases
             and / or contact the BUs impacted by the request for consensus.
            BU Administrator presents business case to Change Management Team
            The Change Management team discusses the impacts and the team agrees or
             disagrees to the change management request
            The change can be modified, prioritized, and scheduled for implementation if
             agreement is reach by the team
            If the change is rejected by the Change Management Team:
                  o Change delayed for further review with date of action decision for BU
                  o Change escalated to Level III with priority High, or Regular
            BU can escalate change to Level III

Change Priority

            High
                 Displaces regular projects – must be clearly defined as critical/impactful to
                 greater than 25% of current revenue flows of BU to receive this priority
            Regular
                 Standard changes and projects

Change Deployment

    The Change Management Team should develop with BU an action plan for the change
    deployment and support the facilitation of the change. Project management software can be
    used to document planning dates and milestones. The Change Management Team maintains
    a master project plan of all Level II & III changes that are scheduled for the application as part
    of the meeting requirements.




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Notification Requirements

    Each BU system admin team includes other system administrators of Level II changes
    through the same email (or other process) that alerts their own BU user base that the change
    was deployed.

    Acting as the prime, the BU is supported by the Change Management Team for
    communication strategy to user base. This is because multiple BUs may require notification
    and/or training on the change.

Documentation Requirements

    BUs should keep documentation of their Level II changes through Case records, which
    capture information such as:
         Case Requestor
         Case Owner
         Created Date
         Close Date
         Description
         BU Business Case
         Target audience for the change
         Scheduled functional review date
         Approval History

Education Requirements

    It is a best practice for the Change Management Team to review the Level II Cases through
    weekly or monthly meetings, wherein changes are formally reviewed and prioritized, and
    where the group shares ideas, solutions, and best practices.

Level II change types

    All Level II changes occur at the Shared BU level and require team consensus. These
    changes (add/delete/modify) involve shared BU application components, data migration, and
    integration, are considered part of a Level II change.

    The following is a list of common change management request procedures.




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    Change Types                   Action / Steps                        Impacts
Custom Fields                      Review the existing fields in         Failure to comply causes the
                                      Salesforce.com.                    creation of duplicate fields and
                                                                         potentially running out of fields.
                                   Submit a support case to the
                                        CoE indicating if you would      Use of other BUs fields without
                                        like to use an existing field    approval could result in data
                                        and if a rename is               being lost if the BU owning the
                                        required. This will require      field decides to modify or
                                        approval by all BUs using        delete the field. Data could be
                                        the field. Specify the           lost.
                                        profiles that should have
                                        access to the field.
                                    If no field exists, you can
                                        request a new field be
                                        created. Specify the
                                        profiles that should have
                                        access to the field and the
                                        type of field (text, picklist,
                                        etc.)

                                   All custom fields must be
                                        created so that the BU
                                        profiles plus System
                                        Administrator and
                                        System Integration
                                        profiles have visibility.

                                   This process should take
                                   between 5-10 days to gain
                                   approval

Change to a Field Type             To change the type of an              Users may not be able to
(text to picklist, number to           existing field, submit a          search for their data.
text, etc)                             support case to the CoE.

                                   Certain field type changes
                                       cause the search index to
                                       be re-generated and must
                                       be done off-hours.
Custom Indexes                     Submit a support case to the          Performance can be affected.
                                       CoE with field to be
                                       indexed. Indicate what
                                       entity or tab the field exists
                                       on.
External ID fields                 To create an external ID on an        API calls could update other
                                       existing field: Submit a          BUs data
                                       support case to the CoE
                                       with the field to be made
                                       an external ID.

                                   External IDs are unique across
                                       all BUs (not just your



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                                        division) so prefix all data
                                        in this field with BU name.
                                        (e.g. MA_EXTID_xxxxxxx)
Search Results Layout              All requests to modify these         Decrease sales productivity by
Lookup Dialogs Layout                   layouts must be submitted       altering the “quick view”
Account Tab Layout                      to the CoE and agreed           provided by search and lookup
                                        upon by the majority of the     results
                                        BUs. Search Results
                                        Layouts are global across
                                        the entire org.
Pick List Values                   Renaming an existing picklist        Users may not be able to
                                        value requires submitting a     report on their data
NOTE: There is a maximum                case to the CoE for
of 1000 pick list values per            approval by all BUs who
field (in most cases – some             are using that picklist value
have less).
                                   New picklist values do not
                                      require approval by CoE
                                      but picklist values should
                                      not be re-sorted!


User Profiles with                 Submit a support case to the         Security considerations
View/Modify All Data                   CoE
Permission                         Any user assigned being
                                       assigned to a profile with
                                       View All Data and/or
                                       Modify All Data must be
                                       approved by the CoE.
New sharing rules and team         Submit a support case to the         Security considerations
cross Business Units                   CoE. Sharing rules
                                       affecting more than 30,000
                                       records must be re-
                                       calculated off hours.
NOTE: Team sharing allows          For sharing rules that cross
the access and visibility of           Business Units, approval
data by other BUs                      of senior management is
                                       required.
New Record Types                   New record types requests            Potential impacts to
                                       should be submitted to the       integrations
                                       CoE for review.
New Divisions                      New Divisions requests should        Potential impacts to
                                       be submitted to the CoE          integrations
                                       for review
Assignment rules                   Submit a support case to the         Improper modifications will
                                       CoE for any changes to           cause other BUs to loose or
                                       existing assignment rules        gain access to their leads.
                                       entries.

                                   No new assignment rules
                                      should ever be created –
                                      only new rule entries!




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Group Calendar Settings            Any change to the Group            Changes impact all users –
                                      Calendar visibility must be     potentially security concerns
                                      submitted to the CoE for
                                      approval by the majority of
                                      the BUs
New Custom Object, Tabs            Submit a support case to the       Duplication of Functionality
or Apps                               CoE for approval of any
                                      new custom objects, tabs
                                      or apps from
                                      AppExchange.

Data Cleansing/Data                Review data projects with the      Data projects can negatively
Migration                          Center of Excellence via           impact other BUs data.
                                   phone or email as they may be
                                   aware of existing solutions or
                                   can offer additional insight and
                                   can help minimize any impact
                                   to other BUs.

                                   NOTE: Notify the Center of         Notification of processing large
                                   Excellence when processing         files will allow the Center of
                                   Mass deletes or 5000 records       Excellence to leverage other
                                   and inserts/updates over           custom work across other BUs
                                   10, 000 records via sForce         and maintain overall system
                                   Loader, Demand Tools, other.       performance.

                                   Best Practice: Always have a
                                   back up file prior to completing
                                   inserts/updates and deletes.
Custom                             Review all projects with the       Notification of will allow the
Development/Integration            CoE for available resources        Center of Excellence to
                                   and timelines.                     leverage other custom work
                                                                      across other BUs and maintain
                                                                      overall system performance.




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                                      Level III Change
Definition

    A Level III change is anything that has been escalated from the Change Management Team,
    or any new functionality, processes, applications, or integrations that require review &
    approval by the Change Management team to be added to the Roadmap.

    Changes of this type focus primarily on areas of the application that impact the organization
    as a whole, and require funding beyond budget of Change Management Team or sponsoring
    BU.

Time length expected for change

    These changes involve escalating a change request business case to the executive steering
    committee. Change time length depends upon size of change. It is assumed that each BU.
    Action cycle will be dependent on priority and should be expected to be one to three weeks
    depending upon time of escalation. High Priority change requests will allow the Change
    Management Team to schedule an ad hoc meeting of the Executive Steering committee.
    Regular requests will be presented at the next scheduled meeting.

    Business case change requests are presented by BU and Change Management Team to
    Executive Steering Committee.

Change Management Notification

    Executive committee sets decision action for change request.
        Change approved, prioritized, and scheduled for implementation
        Change modified, prioritized, and scheduled for implementation with reason for BU
        Change rejected with change team reasoning for BU
        Change assembles and refers change to steering committee Salesforce analysis
            team for further review with date of action decision for BU

Change Deployment

    All impacted BU parties will assist in the deployment of change. Project Management
    software can be used to document planning dates and milestones. The change management
    team should maintain a master project plan of all Level II & III changes that are schedule for
    the application as part of their meeting requirements.

Documentation Requirements

    BUs should keep documentation of their Level II changes through Case records, which
    capture information such as:
         Case Requestor
         Case Owner
         Created Date
         Close Date
         Description
         BU Business Case
         Target audience for the change
         Scheduled functional review date



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            Approval History

Education Requirements

    It is a best practice for the Change Management Team to review the Level II Cases through
    weekly or monthly meetings, wherein changes are formally reviewed and prioritized, and
    where the group shares ideas, solutions, and best practices.

Level III Change Types

            Impact to two or more BUs
            Funding Requirements
            Require executive confirmation of organization vision – i.e., new release
             features/enhancements
            Arbitration/resolution of divergent BU change requests




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